Careers At Sagility

FT Trainer

Job Code : REQ-013858
Iloilo City Partially Remote/Hybrid
Apply For This Job

Job Description

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

We are looking for a passionate and experienced Voice and Accent and Soft Skills Trainer to join our Business Learning team. This role is pivotal in enhancing the communication capabilities and customer service excellence of our contact center agents. The trainer will also play a key role in performance consulting, floor support, and continuous coaching to drive operational success.

Job title:

FT Trainer

Job Description:

Training Delivery & Facilitation

  • Conduct New Hire Orientation and Onboarding for new employees of Sagility
  • Conduct engaging training sessions on Voice and Accent Neutralization, Grammar, Pronunciation, and Intonation.
  • Facilitate Soft Skills workshops covering Customer Service Essentials, Empathy, Conflict Resolution, Time Management, and Professional Communication.
  • Customize training modules based on process-specific requirements and learner profiles.

Performance Support & Coaching

  • Provide on-the-floor support to agents through live call monitoring and side-by-side coaching.
  • Conduct call listening sessions to assess communication quality and identify improvement areas.
  • Deliver targeted coaching interventions based on individual and team performance metrics.

Partner with Team Leaders and Quality Analysts  and senior Ops leaders to align coaching strategies with business goals.

Performance Consulting & Needs Analysis

  • Collaborate with operations and quality teams to conduct Training Needs Analysis (TNA).
  • Analyze performance data to identify skill gaps and recommend learning interventions.
  • Design and implement performance improvement plans for underperforming agents.
  • Contribute to the development of learning roadmaps and career progression frameworks.

Evaluation & Reporting

  • Conduct pre- and post-training assessments to measure learning effectiveness.
  • Maintain accurate training records, feedback, and reports for continuous improvement.
  • Track and report on training impact and ROI to stakeholders.

Recruitment Support

  • May need to partner with Talent Acquisition to assess trainability and communication skills of candidates during the hiring process.
  • May be required to conduct communication screening and provide feedback on candidate suitability for voice-based roles.

Reporting & Administrative Responsibilities

  • Ensure all training documentation (attendance, assessments, feedback forms) is complete and audit-ready.
  • Coordinate with support and operations teams for effective training implementation.
  • Maintain and manage training materials and inventory assigned to the trainer.
  • Adhere to the training calendar and ensure timely delivery of scheduled programs.
  • Prepare and submit post-training reports to relevant business and department heads.
  • Maintain logs, manuals, reports, and procedures in accordance with the team?s data management system.
  • Ensure information security compliance with ISO, QISMS, and DPA standards.

Location:

Iloilo, Ayala Technohub BuildingPhilippines
Apply For This Job Précédent